View source for Troubleshooting for Version 7.0 (Redraw, Re-Starting, Feedback, Log Reporting)

==About Troubleshooting==

This article provides some tips on '''troubleshooting''' and '''resolving issues''' that might come up with OnePager.  Additionally, information is provided for obtaining '''support''' from OnePager.

==Removing Drawing Artifacts from the Chart Editor Screen==

Occasionally the '''Chart Editor''' screen does not completely '''redraw''' itself after you've made an '''edit''' or '''dragged''' task bars/milestone symbols or '''rows''' or '''swimlanes''' around in the '''Chart Editor'''. There are two available ways to recover:

===Redraw the Chart===

Force the chart to '''redraw''' itself by going to the '''Chart Editor's''' '''View''' tab and clicking the '''Redraw''' button as shown below:

<center>[[File:P70-26_0_1-70-(1)-12032020.png]]</center>
<!--<center>P70-26_0_1-70-(1)-12032020.png</center>-->

===Control+F5===

Press '''Control-F5''' key combination on your keyboard to '''redraw''' the screen. On some versions of Microsoft Windows pressing '''FN-F5''' on the keyboard causes the screen to '''redraw'''.

==Restarting OnePager==

Occasionally actions can put OnePager into an '''inconsistent internal state'''. If this happens, you see a series of error messages like the example below. In many cases, OnePager '''recovers automatically''' from such errors, but sometimes it does not. In these cases, you receive a series of such error messages in fairly rapid succession.

<center>[[File:P70-26_0_1-70-(2)-12032020.png]]</center>
<!--<center>P70-26_0_1-70-(2)-12032020.png</center>-->

First of all, we apologize for our internal error and we want to diagnose and fix it as quickly as possible. We really appreciate it if you click the '''Details>''' button in the '''error message''' to expand the basic error message form to that shown above.  Then, please '''cut and paste''' the '''detailed error description''' into an email message and send to [mailto:support@onepager.com support@onepager.com]. If you can, please provide information in your email message about what steps you took before the error occurred. This information greatly helps our correction effort and is much appreciated.  

To provide additional information in the form of '''Applications logs''', please see the sub-section below at:  [[Troubleshooting for Version 7.0 (Redraw, Re-Starting, Feedback, Log Reporting)#Sending the Application Log to OnePager Support | Sending the Application Log to OnePager Support]] <!--26.0.1-70-->

If you get more than one of these error messages in fairly rapid succession, it is probably best to '''restart''' OnePager. The way to '''restart''' is to close all OnePager windows and then close all Microsoft Project or Microsoft Excel windows. Closing and then reopening Microsoft Project or Excel has the effect of closing OnePager.

==Automatic Saving of Charts Feature==

OnePager has an '''AutoSave''' feature to assist users recover from operating system crashes, laptop battery outages, and other errors where you cannot recover your work effectively. The feature is set '''ON''' when you launch OnePager either the '''Add-in''' or '''Desktop''' application. During the operation of OnePager, the '''AutoSave saves''' your chart as a '''.TAM''' file in your '''default chart directory'''.  This is normally in the '''Documents''' folder under either '''OnePager Pro''' or '''OnePager Express'''. The '''AutoSave''' file is in the form of '''_AutoSave_chartname.TAM'''.  Only the latest '''AutoSave''' file is '''saved''' in your '''default chart directory'''. An '''AutoSave''' file is written to this folder '''every five (5) minutes''' of OnePager’s operation. When you '''close''' OnePager under normal conditions, OnePager '''deletes '''the '''AutoSave '''file so as not to occupy unnecessary storage space.

===Managing the AutoSave Feature===

The '''AutoSave''' feature is turned '''ON''' when OnePager is launched.  You have the option to turn the feature '''OFF '''by unchecking the checkbox found on the '''File''' tab of the OnePager ribbon at the '''Options''' sub-tab.  To turn the feature '''OFF''', uncheck the checkbox and OnePager no longer''' saves''' your chart every 5 minutes.  The '''Options''' sub-tab on the '''File''' tab looks like this:

<center>[[File:P70-23_5_1-70-(1-1)-12172020.png]]</center>
<!--<center>P70-23_5_1-70-(1-1)-12172020.png</center>-->

If you previously turned the '''AutoSave''' feature '''OFF''' for OnePager, all subsequent launches of OnePager have the '''AutoSave''' feature '''OFF'''. The '''AutoSave''' checkbox is a global setting for OnePager Pro and OnePager Express and the setting applies for both their '''Add-in''' and '''Desktop''' applications. That is, turning the '''AutoSave''' feature '''OFF''' for OnePager '''Add-in''' turns the feature '''OFF''' for the '''Desktop''' application.

===Turning AutoSave OFF===

Turning the '''AutoSave''' feature '''OFF''' for OnePager Pro does NOT turn it '''OFF''' for OnePager Express. When OnePager creates an '''AutoSave''' file in your '''default chart directory''' it looks like this:

<center>[[File:P70-26_0_1-70-(5)-12032020.png]]</center>
<!--<center>P70-26_0_1-70-(5)-12032020.png</center>-->

Should OnePager terminate or some other problem arise, the latest '''AutoSave''' file remains in your '''default chart directory'''.  You can use the '''AutoSave''' file to recover your work.

==Providing Feedback Information to OnePager Support==

===Contacting OnePager Support===

When you encounter issues, it is important to provide feedback information to us at OnePager Support. Of course you can contact us by email at: [mailto:support@onepager.com support@onepager.com]. To make it more efficient for you when you are using either OnePager Pro or Express, there is a button available on the on the '''About''' tab of the OnePager ribbon’s '''File''' tab that directly connects you to the '''Submit a Support Ticket''' page of our website shown below:

<center>[[File:P70-26_0_1-70-(6)-12032020.png]]</center>
<!--<center>P70-26_0_1-70-(6)-12032020.png</center>-->

The above tab page is also available on the OnePager '''Desktop''' applications. At OnePager Support we make every attempt to respond to these '''Feedback''' requests within one business day or less.

===Sending the Application Log to OnePager Support===

For OnePager Pro and OnePager Express version 5.3 and later versions we directed any error messages into a '''log file''' that is automatically maintained by OnePager. You can send the accumulated '''log file''' to us while you are using OnePager by going to the '''File''' tab on the OnePager ribbon and clicking the '''Help''' tab as shown below:

<center>[[File:P70-26_0_1-70-(7)-12032020.png]]</center>
<!--<center>P70-26_0_1-70-(7)-12032020.png</center>-->

The above tab page is also available on the OnePager '''Desktop''' applications. This feature is most helpful to our Support Department as it provides a '''log''' of what was going on in the application when you encountered a problem. We use this information to solve the problem and get you back to productive use of the product. When you click the '''Send application log''' button shown above, the '''Send log file''' form appears where you have the option to insert a '''Support Ticket''' number previously assigned as a reference from us. The '''Send log file''' form is shown here:

<center>[[File:P70-26_0_1-70-(8)-12032020.png]]</center>
<!--<center>P70-26_0_1-70-(8)-12032020.png</center>-->

When you click the '''Next>''' button, OnePager launches a message form (Usually in Microsoft Outlook) addressed to [mailto:support@onepager.com support@onepager.com] with an attached OnePager '''log file''' as shown below:

<center>[[File:P70-26_0_1-70-(9)-12032020.png]]</center>
<!--<center>P70-26_0_1-70-(9)-12032020.png</center>-->

You can '''add any text you deem necessary''' and send the message. Upon receipt, our Support Department addresses your issues and gets back to you as soon as possible usually within one business day or less. Double-clicking on the attachment in the message opens the '''log file''' which is a .TXT file and looks something like this:

<center>[[File:P70-26_0_1-70-(10)-12032020.png]]</center>
<!--<center>P70-26_0_1-70-10)-12032020.png</center>-->

==Related Links==

[[Getting Started with Version 7.0 (Portal) | Getting Started (Portal)]] <!--3.0.1-70-->

[[Basic Workflows for Version 7.0 (Portal) | Basic Workflows (Portal)]] <!--7.0.1-70-->

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[[Category:Version 7.0]]
[[Category:Editing the Chart]]
[[Category:OnePager - Tool Bar]]
[[Category:Troubleshooting]]
[[Category:Support]]
[[Category:Help]]
[[Category:Charts]]
[[Category:Ribbon]]
[[Category:Snapshots]]
[[Category:OnePager Pro]]
[[Category:OnePager Express]]